Summary
Overview
Work History
Education
Skills
Certification
Languages
Languages
Timeline
Generic

Yanilse Aguilar

Renton

Summary

EXPERIENCED CUSTOMER SERVICE SPECIALIST | BILINGUAL & CRM PROFICIENCY

Bilingual customer support Representative with over four years of experience in high-volume call centers and client-facing roles. Fluent in English and Spanish, with a proven ability to resolve concerns professionally in remote and in-office environments. Known for being adaptable, calm under pressure, and going above and beyond to deliver exceptional service. Comfortable navigating multiple systems and procedures. I'm passionate about helping others, solving problems, and being part of a mission-driven team focused on service and growth.

Overview

5
5
years of professional experience
1
1
Certification

Work History

Customer Service Account Representative

Alleviate Financial Solutions
Renton
07.2022 - 04.2025
  • Delivered High-Quality care navigation and account portfolio support to English and Spanish-speaking clients in a fast-paced, high-volume environment.
  • Consistently ranked as a top performer under strict performance and quality metrics.
  • Selected for the Same-Day Welcome Call project to provide high-quality onboarding for new clients, which led to improved retention and fewer early cancellations.
  • Chosen by leadership to mentor and support new hires, providing live coaching, shadowing and performance feedback.
  • Helped improve the onboarding process for Spanish-speaking clients by creating callback files for the team to address gaps caused by limited bilingual coverage.
  • Manage a high volume of inbound and outbound calls and an auto-dialer system on Genesys CRM and RingCentral to address pending tasks and account needs; assisted customers via phone, email, and SMS.
  • Walked clients through payment plan options, settlement evaluations, and account modifications
  • De-escalated concerns effectively and used tailored rebuttals to achieve high client retention.
  • Maintained strict confidentiality and compliance withregulations in a secure, remote work environment.
  • Collaborated with internal departments, such as negotiators and payment processors teams, to ensure account accuracy and support quality standards through Slack.
  • Kept clear and accurate notes on Forth CRM system and followed internal procedures precisely.

Talent Acquisition Specialist-Recruiter

Everise
Guatemala City
06.2021 - 07.2022
  • Managed full recruiting cycle, identifying current and future hiring needs for the Everise Guatemala division.
  • Conducted interviews in English and Spanish, assessing candidates across various English proficiency levels.
  • Regularly met and exceeded weekly performance goals and ranked as a top recruiter.
  • Utilized Microsoft Excel, Word, and Outlook to manage recruitment data and generate reports.
  • Designed job descriptions and followed up with candidates, successfully filling over 200 roles.
  • Sourced candidates through online databases such as HubSpot CRM and social media to ensure diversity and skill alignment.
  • Built strong working relationships with hiring managers and HR teams to support the recruitment process.

Customer Service Resolution Specialist

Intouch CX
Guatemala City
08.2020 - 06.2021
  • Handled escalated reservation complaints for guests and hosts, working to provide fair, timely, and first call resolutions.
  • Achieved promotion to Resolutions levels 1 and 2 within five months, based on strong survey results and QA evaluations.
  • Delivered outstanding service via phone, chat, and email using Zendesk CRM for a major hospitality client.
  • Carefully monitor the progress of open cases, both resolved and unresolved, to meet daily goals, which has led to an increased number of tickets being closed within the first interaction.
  • Focused on empathy and efficiency to maintain a 95% customer satisfaction rating.

Education

High School Diploma -

Ralston High School
Omaha, NE
12-2019

Skills

  • Problem solving
  • Customer service
  • Microsoft Office Suite
  • CRM Systems and Multichannel Client Communication
  • Bilingual Support (English/Spanish)
  • Call De-escalation & Conflict Resolution
  • Data entry
  • Computer skills
  • Recruitment strategies
  • Community advocacy
  • Calm under pressure
  • Attention to detail
  • Interpersonal and communication skills
  • Confidentiality Compliance

Certification

  • Seal of Biliteracy

Languages

5,4

Languages

English
Full Professional
Spanish
Native/ Bilingual

Timeline

Customer Service Account Representative

Alleviate Financial Solutions
07.2022 - 04.2025

Talent Acquisition Specialist-Recruiter

Everise
06.2021 - 07.2022

Customer Service Resolution Specialist

Intouch CX
08.2020 - 06.2021

High School Diploma -

Ralston High School

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